COE Lead – Operations Excellence

Bosch was founded in Stuttgart in 1886 by Robert Bosch (1861-1942) and for more than 130 years has been distinguished by a unique corporate culture based on solid values ​​that drive us to improve every day. Our products, present in a wide variety of fields, that contribute to improve the quality of life of millions of people.

COE Lead – Operations Excellence is a managing and leadership function within BD. The role involves all aspects of end-to-end operational success of Solutions consisting of, but not limited to, DevOps/SRE, Operations Management and Quality/Compliance Management. As part of the leadership team the role is the link between its team members and other Tribe and Alliance structures such as ADU, COE and LOT members and leads as well as respective upper management, depending on organizational structures. The role leads a core team of people involved in specialist functions. The role may also involve understanding the Bosch policies and procedures and assist the Business Team in steering products, services and solutions to be compliant and meet defined standards. In cases where this role is required to play the role of Operations Manager then they would be responsible for all aspects of Operations Management.

Bachelor’s Degree in Computer Science.

8 Years Exprience

Leading a COE Team made up of specialist roles based both in the US and Mexico the person is expected to:

• Manage highly skilled and motivated employees while balancing associate development and ensuring chargeability/utilization.
• Drive capability development,improvement, innovation and efficiency increases where possible. Enable knowledge exchange within and between capability areas
• Manage actively feedback processes with employees and support their career path
• Provide a working environment for agile and virtual collaboration

Communicate proactively with partner stakeholders regarding resource bottlenecks and unused capacities, as well as technological and process issues and opportunities

Accountable for developing and operating Services that are key to the build, deploy, run and phase-out of the IT Solutions – orchestrates responsible roles and contracts team members; Manage internal and external customer requirements, including input for IT Solutions/Services development; Pro-actively consult the internal and external customers in optimizing the Solution (technical, commercial) and in regards to standardization; Plan activities for IT Solution within planning processes in close alignment with the experts in the Solution Team and Solution/Service-teams (Solution roadmap); Measure and consult on the quality and availability of IT Solutions/Services according to defined Bosch standards to create required benefit for the customer; Manage IT Solution’s link between software teams and hardware infrastrucutre teams involved in IT Products/Services in close alignment with relevant Product/Service Owners. Takes over accountability for managing and steering of IT Solutions with LOTs, QMM, ISP and Infrastrucutre teams on behalf of IT Solutions/Service Owners. Leads Quality, Policy and Standards Compliance initiatives on behalf of IT Product/Service Owners; Develop, manage, analyze and communicates KPIs relevant to COE Services (incl. service level targets for Solution and affiliated Products/Services, customer satisfaction and benchmarking); Ensure achievement of objectives (measured by KPIs) through appropriate measures.

As IT Operations Manager act as a catalyst for an efficient and effective customer experience by facilitating good system performance, enabling high system reliability and leveraging fast issue resolution. With an end-to-end view, he or she manages all support and operational issues for IT solutions, products and services including interfaces to deliver benchmark level and contribute to the business needs and goals. Together with the counterparts on business and technical side, he or she accompanies the whole IT application and operation support as single point of contact. In short, this role ensures an operational support experience which meets the needs and requirements of the customers and makes them realize their intended business benefits. Coordinates and steers all operational processes relating to the specific IT solutions, products and services including escalations, incidents, problems, standard service requests, maintenance, reporting and management of all relating operational units in close alignment with the relevant stakeholders. Secures transition, integration and deployment of an organized and managed application support and maintenance with the decided commercial application support integration scenario. Suggests and promotes service and quality improvements to continually improve quality and customer satisfaction for the specific IT solutions, products and services.

Takes responsibility for maintaining operational documentation and configuration based on templates and regulations by adapting ITIL and industry best practices in alignment with the respective COEs.

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